Contents

A - B - C - D - F - G - H - I - L - M - N - O - P - R - S - T - U - V -

Index

A

Agent
log in flexibility 1
Agent Desk Settings
configuring 1
Agent guidelines
limitations 1
using the CAD Desktop (Mobile Agent) 1
using the CAD Desktop (Remote Agent) 1
using the CTI OS Agent Desktop (Mobile Agent) 1
using the CTI Toolkit Agent Desktop (Remote Agent) 1
Agent profiles
CTI OS Server 1
Agent tasks (CAD Desktop)
accepting calls 1
entering Ready state 1
initiating conference call 1
logging in 1
logging on 1
making calls 1 2
making conference call 1
transferring a call 1
transferring calls 1
verifying login 1
Agent tasks (CTI Desktop)
accepting calls 1
enabling ring tone 1
entering Ready state 1
initiating conference call 1
logging in 1 2
making calls 1 2
making conference call 1
making conference transfer calls 1
performing conference transfer 1
verifying login 1
verifying successful login 1
Analog phone
call flow with Remote Agent 1
classification 1
configuration guidelines 1
configuring Remote Agent 1
network requirements for Remote Agent 1
system configuration with Remote Agent 1
validating installation and configuration of Remote Agent 1
working with Remote Agent 1

B

Business Ready Teleworker
architecture, working with Remote Agent 1
components 1

C

CAD desktops
availability with Mobile Agent 1
availability with Remote Agent 1
using with Remote Agent 1
CAD Desktops
using with Mobile Agent 1
call by call 1
call flow 1
Call control
feature support 1
Call delivery mode
configuring 1
Call delivery modes
Agent chooses 1
call by call 1
nailed connection 1
Call flow
inbound calls 1
local consult calls 1
Outbound Option calls 1
overview 1
remote conference calls 1
remote consult calls 1
Call flows
analog phone 1
IP Phone 1
CallManager
configuring CTI Port Pools 1
codecs
feature support 1
Codecs
important considerations 1
Components, Remote Agent primary 1
conference requirements 1
Configuration tasks 1
Configuring
Agent Desk Settings 1
CTI Port Pools 1
Mobile Agent on CTI OS 1 2
Remote Agent with analog phone 1 2
Remote Agent with IP Phone 1
Connect tone 1
enabling 1
Connect Tone
features 1
connection modes
call by call 1
nailed connection 1
CTI desktops
availability with Mobile Agent 1
availability with Remote Agent 1
CTI Object Server (CTI OS)
agent profiles 1
configuring Mobile Agent 1
IdleTimeout key 1
RejectIfAlreadyLoggedIn key 1
CTI OS Agent Desktop
using with Mobile Agent 1
CTI OS Server
Agent profiles 1
Installation 1
Mobile Agent connect tone 1
prevent duplicate logins to the same agentID 1
CTI port
DN 1
CTI Port
configuring 1
requirements 1
CTI Port Pools
Music on Hold (MoH) 1
CTI Toolkit Agent Desktop
using with Remote Agent 1

D

Desktops
available with Mobile Agent 1
available with Remote Agent 1
Device Targets (Configure ICM)
configuring Mobile Agent 1

F

Failover
important considerations 1
Fault tolerance 1
Feature support
call control 1
codecs 1
IVR 1
multichannel 1
outbound calls 1
silent monitoring 1

G

Guidelines
configuration, with analog phone 1
configuration, with IP Phone 1

H

hardware and software requirements 1
Hardware setup 1

I

Important considerations
codecs 1
failover 1
performance 1
silent monitoring 1
Inbound call flow 1
Installation
CTI OS Server 1
IP Phone
call flow with Remote Agent 1
compatibility 1
configuration guidelines 1
configuring Remote Agent 1
network requirements for Remote Agent 1
system configuration with Remote Agent 1
validating installation and configuration of Remote Agent 1
working with Remote Agent 1
IPCC solution
components 1
working with Remote Agent 1
IVR
feature support 1

L

Limitations
agent 1
network 1
reporting 1
security 1
supervisor 1
local agent, defined 1
Local consult calls 1
Logout non-activity time
configuring 1

M

Mobile Agent
conference requirements 1
configuration tasks 1
CTI Ports requirements 1
enable connect tone 1
hardware requirements 1
limitations 1
Mobile Agent Scalability 1
overview 1
performance and optimization 1
phone requirements 1
reporting 1
unsupported features 1
user information 1
multichannel
feature support 1
Music on Hold (MoH)
CTI Port configuration 1

N

nailed connection 1
Mobile Agent connect tone 1
Nailed connection
call flow 1
Network
limitations 1
requirements for Remote Agent with analog phone 1
requirements for Remote Agent with IP Phone 1

O

Optimization 1
Outbound calls
feature support 1
Outbound Option
call flow 1

P

Performance 1
important considerations 1
phone requirements 1

R

Remote Agent
call flow with analog phone 1
call flow with IP Phone 1
defined 1
description 1
primary components 1
system configuration with analog phone 1
system configuration with IP Phone 1
user information 1
with Cisco Business Ready Teleworker architecture 1
with IPCC solution 1
working with analog phone 1
working with IP Phone 1
Remote conference call 1
Remote consult calls 1
Reporting
limitations 1
Mobile Agent 1
RONA time
configuring 1

S

Security
limitations 1
Silent monitoring
feature support 1
Silent Monitoring
important considerations 1
Supervisor
limitations 1
Supervisor tasks (CAD Desktop)
logging on 1
viewing Mobile Agent 1
Supervisor tasks (CAD Supervisor Desktop) 1
Supervisor tasks (CTI Desktop)
configuring a Mobile Agent 1
logging in 1
silent monitoring and recording. 1
verifying login 1
Supervisor tasks (CTI OS Supervisor Desktop) 1

T

trunk group settings
configuring 1

U

Using
CAD Desktop (Mobile Agent) 1
CAD Desktop (Remote Agent) 1
CTI OS Agent Desktop (Mobile Agent) 1
CTI Toolkit Agent Desktop (Remote Agent) 1

V

Validating
installation and configuration of Remote Agent with analog phone 1
installation and configuration of Remote Agent with IP Phone 1